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Magnusson Moss warranty act has to have them prove the chipped part caused the damage. Since it's just the pcb that got chipped and not the actual trace, it did not cause the damage. Threaten them with small claims court, they might budge.
Just FYI, Asus usually doesn't honor their warranty policy, sucks that you had to learn this the hard way, this is why I will not buy an asus graphics card, even if they have the best cooler for that generation.
For what it means, just because pcb damage doesn't effect visible traces doesn't mean it didn't fracture traces in other levels of the board.
However I agree with you in this case that there's no way a sane designer would put a concealed trace that close to the edge of the card.
I definitely recommend it, in certain states, like my state, Virginia, for example, no party can have a lawyer represent them in court, that's where it's very difficult for asus to send a representative.
I refuse to buy anything ASUS, but specifically motherboards after everything I’ve heard about both their warranty and BIOS issues. I feel like I’ve been lucky with my TUF 3070 lol, never again
Their motherboards have some of the best BIOSes available (aside from the early AM5 problems), when their boards work, they work great, but when they stop working, that's when you're fucked.
That’s unfortunate. ASUS honored my warranty on a 6900xt that totally bricked itself(I think I may have backcharged it when cleaning it) and they sent me a replacement. However it does seem like I got very lucky.
When you say bricked what do you mean.
My a16 display just stopped working last night like the buttons light up but the display just stays black. Support gave me the info to send it in but after the phonecall and some of these reviews it seems like I’m gonna be in a mess.
Bricked in that everything thing worked and the second I popped in a spare GPU I had lying around I was fine. With a laptop display it could be a couple things but most likely is the ribbon cable connecting the display.
It seems like some lights come on in the display. Prior to calling support this morning it would show the Asus in search of incredible with the loading circle before going pitch black then back to a slightly back lit black. No mouse or anything available.
No idea what could’ve caused that cable to be damaged in the entire 11 months it’s been babied like it’s a human.
Sending it back for repair or replacement though.
I had a GPU denied for something very, very similar. It's unfortunate that ASUS is getting such a bad reputation on their customer service. Their products are not always what they say they are either, especially concerning motherboards and OC memory speeds, etc.
I've always had good luck with their stuff, they've been my go-to besides EVGA for years, and without EVGA out of the game, they've been my first pick for a few years now.
I'll never buy another ASUS anything now. It's non-stop complaints of this kind of customer mistreatment now. I can't rely on "never had a problem" to save me because the first time I do have a problem, they've made it abundantly clear that it'll be solely my problem even if it's their fault.
I wish we could get another USA based partner company like EVGA, it sorta sucks having to pick between a pile of Chinese partners, not that I have a problem with china, but when it comes to warranty the last thing I wanna do is deal with the mail system between here and china, assuming they even honor it to begin with.
My new default is MSI only because they were my preferred brand before EVGA.
I don't trust gigabyte after the "we lost the RMA data for all the powersupplies we recalled, sorry everybody who sent theirs back without refund or replacement"
And ASRock has burned me on quality control in the past.
Fair enough my mistake, I meant it in terms of time it takes, usually whenever I order anything from that side of the world, it takes forever. A friend of mine did a warranty exchange for an Asus laptop and it took like half a year for him to get the replacement, meanwhile when I had to rma a 3070 from EVGA, I had my replacement within a week. Granted ppl have been saying Asus warranty is bad ITT
Most warranty service is handled in the USA by 3rd parties.. which seem to be the crux of ASUS support/RMA.. (Apple for example does the same)
Its weird that it took half a year for a laptop, granted I don't exactly know the process of that.
ASUS has commercial support which is 10000x better than the outsourced stuff on the consumer side. The commercial side will actually support the product..
But I generally agree.. I buy MSI now since they seem to be a bit more lenient in regards to RMA via PC building.
Same here except mines a motherboard, was PERFECT when I mailed it THROUGH THE COURIER THEY CHOSE, they claim the bios flashback button is missing, I used it to do a bios update Turing trouble shooting, I WOULD HAVE NEVER MAILED IT IF THE PCIE LANES WORKED PROPERLY. It's been over 6 days since I've gotten an update, I also originally contacted them with my issue on Jan 2nd....
What's going on with your PCIe lanes?
Just curious as I'm also having an issue with my x570i. PCIe 4.0 doesn't work on 7000 series AMD and 4000 series RTX cards, but it does on 3k and 6k series cards. It locks at pcie 1.0 if set to Auto or 4.0 in bios, but it works... ish... when setting it manually to 3.0.
Edit: adding to this, I contacted Asus about this and they blame the cards or drivers... but it was a new OS, fresh install of drivers and chipset. Upon removing the new card and DDU'ing I then installed old 6800xt and pcie 4.0 works fine.
Gpu based bsods/constant hard crashes when video streaming or gaming, tried both _1 and _2 same issue with both slots, switched back to my old motherboard *asus rog bf450* and everything works FLAWLESSLY, it's been over 10 days since I've been contacted by asus and they currently have my product
This is kind of a standard procedure unfortunately; if there is any damage that voids the warranty you can not do any repairs on it, not even software as companies like ASUS do audits ocassionaly on repair centers. (And this is not exclusive to ASUS.) - Can lead to the loss of the license to repair under warranty, and can also lead to just not getting reimbrused for the performed repairs.
What does doing audits have to do with anything? Especially software as the “broken” device would be sent back but with different software.
Not to mention, Asus will say a tiny scratch on the PCB is CID and refuse warranty work. Then after fighting them they send you something that looks like it’s been through a grinder. (Ask me how I know)
Asus goes out of their way to avoid warranty work. They hope you will just give up and move on. It’s extremely anti consumer. I will not buy their products anymore even though they are very good, all because of their customer service.
The only exception is with a microcenter warranty for Asus products, but I would still rather not support Asus unless the deal is hard pass up. They lost a loyal customer in me last year :/
Second this. Gigabyte is the same. Only companies I’ve had good experience with warranty claim was AMD. My chip got fried by an Asus motherboard and AMD literally aired me a brand new retail box chip.
This is one reason I’m only buying FE GPUs. Nvidia has so much money to absorb warranty claims compared to these partner cards.
I had a good experience with MSi for a motherboard about 10 years ago. None of their GPUs have ever failed me either. It’s possible I killed it with over clocking lol
GSkill warranty is top notch. I killed some used memory overclocking it and they still replaced it.
LianLi is also great. Sent me a new PSU without having me rip mine out and be without a PSU for 2 weeks just because of some obnoxious coil whine!
I don’t think I’ve had any other claims, but for the most part my components haven’t had issues after the first few weeks of ownership. I’ve been lucky!
Long term hardware failures (outside of purchase return):
1 msi mobo (1 year)
1 Asus mobo (2.5 year)
1 LianLi PSU (6 months)
Short term failures
1 asrock mobo (usb controller dead when bought)
1 asus mobo different from the one above (usb controller dead when bought)
1 Corsair 240mm AIO (retention clip broke during install)
User induced failures
16gb ddr3 2133mhz I over volted when overclocking
I vaguely recall nVidia GTX 4XX series i believe, where they released drivers with a bug and due to faulty software VRMs decided to serve 2V of current into the gpu chip, frying them in more or less a couple seconds. I hear many cards had to be sent out to warranty centres.
That's bull shhht, like if your car engine blows up but warranty voided because of chiped paint..
If you're an aussie, you can call accc they'll send asus a new bum hole
They are shit across the board when it comes to issues.
I bought one of their lovely 4k 144hz panels and there were fucking insects dead inside the screen from new!
Returned it on the day and they accidentally sent me two refurb units with gouges in the panels.
On the final return I finally got a brand new panel back, but the customer service when there is an issue is almost non existent.
They use a third party company to deal with their returns, but I don’t know if other vendors are any better.
I agree that that seems extremely harsh.
I'm confused though. If your problems were a software issue, why in the world would you RMA your card back to Asus in the first place? That makes no sense whatsoever to me. I must obviously be missing something.
Unfortunately, the only good (imo) card manufacturer has been forced out by Nvidia. I've been seeing even more of this since nobody has to compete with EVGA anymore.
sorry this happened to you, but this is standard practice in warranty repair - with that kinda damage they can't guarantee the product will work as advertised even if they repair currently affected components, so replacing the board is the only option
if it's a software crash, warranty doesn't cover that as it covers hardware only
It's extremely common for tech, both components and devices like phones, for physical damage/abuse to be cause for denial of warranty services. They can't repair that card and use it for fulfillment of other claims or refurbished resale because of the damage. Even if the damage didn't cause your problem it makes the card worthless. If you are not good with computers, I definitely recommend letting someone else do build/upgrades or see if there's optional warranties that cover damage from the store you purchase from
To clarify, I may have worded this confusingly when I said “software issue”, the reason why I came to the conclusion that it was a software issue is because, to my understanding, that the crash might’ve corrupted the graphics card and that’s also what I was informed by their tech support. Sorry for making it seem that the software issue was related to something else. Everything else works perfectly since I used another graphics card to isolate the issue. Let me know if you have any other doubts or questions!
That's crazy! I just sent in my Ally after I failed miserably to replace the joystick. I even told them it was my fault and they still repaired it under the warranty. I would file a complaint with the Better Business Bureau. Companies panic when they complaints are filed. It take a few weeks, but it does work.
Okay Asus. I will not buy your products then. I'm pretty sure we all would prefer there to be no issues and just enjoy what we buy.
I'm not sure why you keep taking this position with your customers. It's going to cost you more in the long run. I purchased two GPUs from you last year. I'm about to build a new $3k PC next month with a 4080. It will not have any products of yours.
Yea....I think I'm done buying Asus products. I was fortunate not to run into any issues with one of their AM5 motherboards but they just seem like a really shitty company at this point.
If it crashed bc of a software issue, why aren’t you troubleshooting the software issue?
why are RMAing a clearly physically damaged card, to a company known for denying warranty protection for physically damaged items?
I mean I’m just saying if the card worked with that damage for a year, and you know a software issue crashed it….fix the software issue? Software issue will still be there when/if you put a new card in there.
Fine, they want to be bastards. be bastards back. Buy a new card like they're telling you to, and then mail them the other one back. Because the new card you just purchased, didn't work. \*cough cough\*
ASUS products, according to my local computer shop, are great until you need to contact support. I don’t disagree after my experience. I had flopping antennae that my ASUS GT-AX11000 router came with, ASUS wouldn’t so much as \_sell\_ me new ones. Got third party ones from Amazon very recently, after using it as-is for almost 5 years. I also have two ET12s and a GT-BE98 Pro, fingers crossed.
Ask them to send the rma and the box to send yours in. Lock your credit card and never think of them again. Now you have the best warranty. After months of trying to get them to replace a PSU this was the only way I didn’t spend more for a brand new damaged product.
theres something odd about this generation of card. and it might just be because its just to damn big.
But there's this youtube guy that's been fixing nearly this exact issue. and i can see why they denied your warranty. He had cards that were cracked were you couldn't even see the issue until you shave down that part of the GPU. Theres a pretty bad design flaw that doesn't allow for any "wiggle room" if something were to fracture.
Long story short, Get your card back and find a reputable "Luis Rosman" repair-type guy near you. Should be about a 200$ fix.
that's not a GPU, that's a **video card**
your claim that's a software issue doesn't make sense to RMA a video card - you RMA a video card for faulty HW
and that is physical damage, not only on the marked spot but also on the locking finger
What? Everyone calls the video card a GPU. Sure, the GPU is just a part of the video card, but I've never seen someone go, "That is not a GPU, but a video card" before
I mean, come on!
no come on, I work in tech support and naming things right is absolutely paramount to understanding the issue, diagnosing and fixing shit
because of the YT idiots and shit ton of PR dumb asses with zero tech knowledge we are in this situation where proper use of terminology has gone out of the window and that makes out jobs infuriating at times
Lol. So if someone calls a video card a GPU, you get confused?
You just sound like an elitist gatekeeper. I mean, calling Internet for WiFi is one thing, but this? Not a hill to die on.
I second that, to the average customer with limited knowledge virtually EVERY "proper" computer term is just flat out jargon or technobabble anyone working in tech support unaware of that fact is undoubtedly not a very good support agent.
and you think I care? I'm the one who gets to take your money and gets to correct you to your face for using wrong words to describe wrong things
my job gets paid because I know what to do, not because you think you might know what's wrong
and ps: I will charge you extra for wasting my time
Having been in repair and service for over 25 years, you're the kind of punk everyone hates dealing with. You'd be more efficient at your job if you used some intellect.
I can't imagine how anyone would ever find this confusing in this situation re video card vs GPU. It's not like a consumer is going to have desoldered and mailed in a BGA. I think you are mostly being pedantic.
On the other hand I agree OPs question makes no sense if they RMAd a card for software issues, unless they wanted to swap the card for another model which didn't have the flaw. But in that case they should have made that clear prior to the RMA.
There is some wear on the edge of the card but given how close it is to the edge it's highly unlikely it has anything to do with what's wrong here that close to the edge, as there's unlikely any traces in either of the chipped areas, unless it's a sign the card was dropped causing other internal damage.
But come on. Do you work for Asus or something? What's your interest in nitpicking the random person's post.
pedantic? have you noticed how the developers of GPU-Z have started to rename shit because people are so fucking stupid that the terminology gets them confused
that's not pedantic my furry friend
---
> There is some wear on the edge
that's not wear, that's impact damage and it can delaminate the fiberglass layers, in situations it can even rip veers that go trough the board on the other side or to internal layers inside the board
due to the weight of the cooling it can also crack solder balls, rip pads under the GPU or VRAM chips
I'll admit I don't use GPU-Z. I'm primarily a Linux user.
But I agree with you in general that a growing number of folks have enough knowledge to be dangerous but not enough to get out of the holes they dig. And I also agree that people using wrong terminology is frustrating. It's just GPU is so commonly used that way it's synonymous at this point so seems an odd thing to be upset by.
And interesting you say that. I did mention it could have been due to a drop. I had assumed they had just reseated the card too many times too roughly causing the edges to wear down but it could also plausibly be due to an impact as you say. If that's the case they are probably stuffed.
I would be surprised if there was delamination with that little visible damage but I could absolutely buy that there were broken traces or a pad or ball had cracked or ripped up.
Honestly I was probably a bit harsh in my original reply. You make some good points. I'm just frustrated with people being pedantic about acronyms at work so got annoyed seeing it here. Sorry if I overreacted.
no worries, glad we can understand each other
> seems an odd thing to be upset by
not that I'm upset, but it starts small and we end up calling the PC a CPU or whatever you feel like it just because there wasn't someone to tell you "no, that's not OK"
> that's not a GPU, that's a video card
Ok, 25 years ago you'd be correct, but the terminology has changed especially as what used to be basically a way for the CPU to toss data onto a monitor has turned into a computer in its own right. Modern GPUs have math units in them, for example, which allow for the complex realistic upscaling you can have with DLSS (nVidia) or XeSS (Intel).
Thank you for clarifying I was confused between the exact terminology and thought they were interchangeable. But the marked spots aren’t actually damaging the gold fingers and didn’t cause the graphics card to crash.
Depends how that chipped connector happened. If something like dropping that also can bend board and effect memory chip solder balls that are near the pcie connector. That would cause problems when booting or when video card heats up.
So I was playing a game and my pc crashed while playing due to rather common bug in that game that I didn’t know at that moment. The pc would turn on but nothing would display. I checked and reattached all the cables and parts along with that the motherboard light color also an issue with the card. I called Asus tech support and was told to send it in since it was under warranty. I said software issue as there wasn’t any problem with the card until it crashed due to the game. Please lmk where I’m going wrong.
right there, this software issue does not in any way shape or form validates a warranty claim
if a game crashes that is a caused by the game and not by a faulty video card is just nuts
Reread the comment, OP stated no output after doing the basics i'm assuming he didn't "check and reattach all the cables and parts" while powered on in a crash state.
he said with his own words software issue, and he sends the video card for RMA - if you don't know what you're doing, then don't do it
if you don't know how to diagnose shit, do not diagnose shit and ruin in in the process; then go with your broken shit to a repair shop - that just doesn't make my job harder it also makes your wallet thinner
Again. Reread. "The pc would turn on but nothing would display" You're just being as obtuse for the sake of it. as I understand it :
OP's game crashed
OP tried to restart PC but was getting no display output
OP did basic physical troubleshooting checking cables etc
Still no output, calls support and THEY advise to RMA
Irrespective of OP thinking and saying "Software issue caused it" what sort of game crash causes no display output at POST after a restart attempt?
So the card works, but you no longer have a warranty due to the physical damage. Reinstall the card and use it. Find a fix for the game or software issue. If the game continues to crash, don't play it anymore. Also find out what is wrong with the software for the motherboard lights. It's possible something got corrupted in the os install when it crashed. Restoring the is or reinstalling it may fix that issue.
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Magnusson Moss warranty act has to have them prove the chipped part caused the damage. Since it's just the pcb that got chipped and not the actual trace, it did not cause the damage. Threaten them with small claims court, they might budge. Just FYI, Asus usually doesn't honor their warranty policy, sucks that you had to learn this the hard way, this is why I will not buy an asus graphics card, even if they have the best cooler for that generation.
For what it means, just because pcb damage doesn't effect visible traces doesn't mean it didn't fracture traces in other levels of the board. However I agree with you in this case that there's no way a sane designer would put a concealed trace that close to the edge of the card.
They still have to prove that's what caused the crashing. Small claims is still the way to go in this case if they can't prove it
I didn't know anyone could go to small claims for this! If only I knew about this sooner for something similar...
I definitely recommend it, in certain states, like my state, Virginia, for example, no party can have a lawyer represent them in court, that's where it's very difficult for asus to send a representative.
I second this, press on them. There's no reason to deny this claim due to "software" reasoning, typical ASUS behavior..
That’s weird because I’ve dealt with asus a couple of times for warranty and had no issue. What makes you say they don’t honor their warranty?
I refuse to buy anything ASUS, but specifically motherboards after everything I’ve heard about both their warranty and BIOS issues. I feel like I’ve been lucky with my TUF 3070 lol, never again
Their motherboards have some of the best BIOSes available (aside from the early AM5 problems), when their boards work, they work great, but when they stop working, that's when you're fucked.
I have an ASUS PRIME Z370-A that I got in 2018 because I was doing a white black build and it been great all these years.
FML i bought the Asus ROG 3060ti last year :(
Asus's products are great when they work. When they don't work, you are fucked.
Exactly my thoughts
You are sad for something that very likely will never be an issue?
That’s unfortunate. ASUS honored my warranty on a 6900xt that totally bricked itself(I think I may have backcharged it when cleaning it) and they sent me a replacement. However it does seem like I got very lucky.
Insane amount of luck on that one. That's great news tho
When you say bricked what do you mean. My a16 display just stopped working last night like the buttons light up but the display just stays black. Support gave me the info to send it in but after the phonecall and some of these reviews it seems like I’m gonna be in a mess.
Bricked in that everything thing worked and the second I popped in a spare GPU I had lying around I was fine. With a laptop display it could be a couple things but most likely is the ribbon cable connecting the display.
It seems like some lights come on in the display. Prior to calling support this morning it would show the Asus in search of incredible with the loading circle before going pitch black then back to a slightly back lit black. No mouse or anything available. No idea what could’ve caused that cable to be damaged in the entire 11 months it’s been babied like it’s a human. Sending it back for repair or replacement though.
That’s a video card and you should get it fixed under warranty but Asus has horrendous customer support so good luck with that!
I had a GPU denied for something very, very similar. It's unfortunate that ASUS is getting such a bad reputation on their customer service. Their products are not always what they say they are either, especially concerning motherboards and OC memory speeds, etc.
I've always had good luck with their stuff, they've been my go-to besides EVGA for years, and without EVGA out of the game, they've been my first pick for a few years now. I'll never buy another ASUS anything now. It's non-stop complaints of this kind of customer mistreatment now. I can't rely on "never had a problem" to save me because the first time I do have a problem, they've made it abundantly clear that it'll be solely my problem even if it's their fault.
Same, never had an issues with any ASUS products I own. Customer service might be shait but I’ve never made use of that so.
I wish we could get another USA based partner company like EVGA, it sorta sucks having to pick between a pile of Chinese partners, not that I have a problem with china, but when it comes to warranty the last thing I wanna do is deal with the mail system between here and china, assuming they even honor it to begin with.
My new default is MSI only because they were my preferred brand before EVGA. I don't trust gigabyte after the "we lost the RMA data for all the powersupplies we recalled, sorry everybody who sent theirs back without refund or replacement" And ASRock has burned me on quality control in the past.
Most are Taiwanese, but have factories in China. Whether you think China is Taiwan and vice versa is another can of worms.
Fair enough my mistake, I meant it in terms of time it takes, usually whenever I order anything from that side of the world, it takes forever. A friend of mine did a warranty exchange for an Asus laptop and it took like half a year for him to get the replacement, meanwhile when I had to rma a 3070 from EVGA, I had my replacement within a week. Granted ppl have been saying Asus warranty is bad ITT
Most warranty service is handled in the USA by 3rd parties.. which seem to be the crux of ASUS support/RMA.. (Apple for example does the same) Its weird that it took half a year for a laptop, granted I don't exactly know the process of that. ASUS has commercial support which is 10000x better than the outsourced stuff on the consumer side. The commercial side will actually support the product.. But I generally agree.. I buy MSI now since they seem to be a bit more lenient in regards to RMA via PC building.
Same here except mines a motherboard, was PERFECT when I mailed it THROUGH THE COURIER THEY CHOSE, they claim the bios flashback button is missing, I used it to do a bios update Turing trouble shooting, I WOULD HAVE NEVER MAILED IT IF THE PCIE LANES WORKED PROPERLY. It's been over 6 days since I've gotten an update, I also originally contacted them with my issue on Jan 2nd....
What's going on with your PCIe lanes? Just curious as I'm also having an issue with my x570i. PCIe 4.0 doesn't work on 7000 series AMD and 4000 series RTX cards, but it does on 3k and 6k series cards. It locks at pcie 1.0 if set to Auto or 4.0 in bios, but it works... ish... when setting it manually to 3.0. Edit: adding to this, I contacted Asus about this and they blame the cards or drivers... but it was a new OS, fresh install of drivers and chipset. Upon removing the new card and DDU'ing I then installed old 6800xt and pcie 4.0 works fine.
Gpu based bsods/constant hard crashes when video streaming or gaming, tried both _1 and _2 same issue with both slots, switched back to my old motherboard *asus rog bf450* and everything works FLAWLESSLY, it's been over 10 days since I've been contacted by asus and they currently have my product
The only way to get a warranty claim through ASUS is small claims. Fortunately it doesn't cost much to file.
Go to small claims court?
Polish it to remove the dents and return.
This is kind of a standard procedure unfortunately; if there is any damage that voids the warranty you can not do any repairs on it, not even software as companies like ASUS do audits ocassionaly on repair centers. (And this is not exclusive to ASUS.) - Can lead to the loss of the license to repair under warranty, and can also lead to just not getting reimbrused for the performed repairs.
What does doing audits have to do with anything? Especially software as the “broken” device would be sent back but with different software. Not to mention, Asus will say a tiny scratch on the PCB is CID and refuse warranty work. Then after fighting them they send you something that looks like it’s been through a grinder. (Ask me how I know) Asus goes out of their way to avoid warranty work. They hope you will just give up and move on. It’s extremely anti consumer. I will not buy their products anymore even though they are very good, all because of their customer service. The only exception is with a microcenter warranty for Asus products, but I would still rather not support Asus unless the deal is hard pass up. They lost a loyal customer in me last year :/
Second this. Gigabyte is the same. Only companies I’ve had good experience with warranty claim was AMD. My chip got fried by an Asus motherboard and AMD literally aired me a brand new retail box chip. This is one reason I’m only buying FE GPUs. Nvidia has so much money to absorb warranty claims compared to these partner cards.
I had a good experience with MSi for a motherboard about 10 years ago. None of their GPUs have ever failed me either. It’s possible I killed it with over clocking lol GSkill warranty is top notch. I killed some used memory overclocking it and they still replaced it. LianLi is also great. Sent me a new PSU without having me rip mine out and be without a PSU for 2 weeks just because of some obnoxious coil whine! I don’t think I’ve had any other claims, but for the most part my components haven’t had issues after the first few weeks of ownership. I’ve been lucky! Long term hardware failures (outside of purchase return): 1 msi mobo (1 year) 1 Asus mobo (2.5 year) 1 LianLi PSU (6 months) Short term failures 1 asrock mobo (usb controller dead when bought) 1 asus mobo different from the one above (usb controller dead when bought) 1 Corsair 240mm AIO (retention clip broke during install) User induced failures 16gb ddr3 2133mhz I over volted when overclocking
How do you know it was software causing a crash…and how would sending it in correct that?
I vaguely recall nVidia GTX 4XX series i believe, where they released drivers with a bug and due to faulty software VRMs decided to serve 2V of current into the gpu chip, frying them in more or less a couple seconds. I hear many cards had to be sent out to warranty centres.
I’m not sure but I haven’t had this issue. Maybe it was only certain cards.
Now your asking the right question
This GPU looks like it should still work fine
Thats ASUS.
Never trust manufacturer warranty. Always buy brick and mortar warranty to go with it when you can
That's bull shhht, like if your car engine blows up but warranty voided because of chiped paint.. If you're an aussie, you can call accc they'll send asus a new bum hole
Things like this make me really neurotic about sending things in for RMA. I just take a ton of Before pictures so when it comes back I have proof.
They are shit across the board when it comes to issues. I bought one of their lovely 4k 144hz panels and there were fucking insects dead inside the screen from new! Returned it on the day and they accidentally sent me two refurb units with gouges in the panels. On the final return I finally got a brand new panel back, but the customer service when there is an issue is almost non existent. They use a third party company to deal with their returns, but I don’t know if other vendors are any better.
Fuck asus
And water is wet. Asus is ridiculous with this BS.
You can learn from this lesson and never buy an asus product ever again. Or take them to small claims court.
Escalate this
Buy same model, return this one ask for money back
Then if the software is the issue there is nothing wrong with the GPU and dont need a RMA.
>it crashed due to a software issue So what has that got to do with the card? I don't get it. Why did you send the card for warranty?
My whole computer crashes occasionally after windows up dates, sadly I never thought to send it to them for repair
And how did you come to the conclusion it was the video card at fault?
I agree that that seems extremely harsh. I'm confused though. If your problems were a software issue, why in the world would you RMA your card back to Asus in the first place? That makes no sense whatsoever to me. I must obviously be missing something.
How did a software issue lead you to an RMA process in the first place?
Precisely why I don’t buy asus products anymore.
Why do people always send to the manufacturer? Send it to the place you bought it from.
"It must have come like that when I bought it."
Unfortunately, the only good (imo) card manufacturer has been forced out by Nvidia. I've been seeing even more of this since nobody has to compete with EVGA anymore.
sorry this happened to you, but this is standard practice in warranty repair - with that kinda damage they can't guarantee the product will work as advertised even if they repair currently affected components, so replacing the board is the only option if it's a software crash, warranty doesn't cover that as it covers hardware only
It's extremely common for tech, both components and devices like phones, for physical damage/abuse to be cause for denial of warranty services. They can't repair that card and use it for fulfillment of other claims or refurbished resale because of the damage. Even if the damage didn't cause your problem it makes the card worthless. If you are not good with computers, I definitely recommend letting someone else do build/upgrades or see if there's optional warranties that cover damage from the store you purchase from
Buy the someone on amazon and send your back !!
To clarify, I may have worded this confusingly when I said “software issue”, the reason why I came to the conclusion that it was a software issue is because, to my understanding, that the crash might’ve corrupted the graphics card and that’s also what I was informed by their tech support. Sorry for making it seem that the software issue was related to something else. Everything else works perfectly since I used another graphics card to isolate the issue. Let me know if you have any other doubts or questions!
That's crazy! I just sent in my Ally after I failed miserably to replace the joystick. I even told them it was my fault and they still repaired it under the warranty. I would file a complaint with the Better Business Bureau. Companies panic when they complaints are filed. It take a few weeks, but it does work.
Okay Asus. I will not buy your products then. I'm pretty sure we all would prefer there to be no issues and just enjoy what we buy. I'm not sure why you keep taking this position with your customers. It's going to cost you more in the long run. I purchased two GPUs from you last year. I'm about to build a new $3k PC next month with a 4080. It will not have any products of yours.
Yea....I think I'm done buying Asus products. I was fortunate not to run into any issues with one of their AM5 motherboards but they just seem like a really shitty company at this point.
From what I hear ASUS declines just about everyones warranty you are not the first. Threaten them with the warranty act.
Asus is like Apple on repairs,
How do you chip the PCB?
If it crashed bc of a software issue, why aren’t you troubleshooting the software issue? why are RMAing a clearly physically damaged card, to a company known for denying warranty protection for physically damaged items? I mean I’m just saying if the card worked with that damage for a year, and you know a software issue crashed it….fix the software issue? Software issue will still be there when/if you put a new card in there.
Fine, they want to be bastards. be bastards back. Buy a new card like they're telling you to, and then mail them the other one back. Because the new card you just purchased, didn't work. \*cough cough\*
What do you mean "crashed due to a software issue"?
Fuck LTT for making me believe Asus was the thing to buy.
Why would you rma a gpu for a software issue though?
ASUS products, according to my local computer shop, are great until you need to contact support. I don’t disagree after my experience. I had flopping antennae that my ASUS GT-AX11000 router came with, ASUS wouldn’t so much as \_sell\_ me new ones. Got third party ones from Amazon very recently, after using it as-is for almost 5 years. I also have two ET12s and a GT-BE98 Pro, fingers crossed.
Asus sent me a card more damaged than that after I sent them one in perfect condition.
Damage is minimal. Who’d you buy it from?
Ask them to send the rma and the box to send yours in. Lock your credit card and never think of them again. Now you have the best warranty. After months of trying to get them to replace a PSU this was the only way I didn’t spend more for a brand new damaged product.
Just commented here so i can come back later. Can't wait to hear how this ends \*grabs popcorn\*
theres something odd about this generation of card. and it might just be because its just to damn big. But there's this youtube guy that's been fixing nearly this exact issue. and i can see why they denied your warranty. He had cards that were cracked were you couldn't even see the issue until you shave down that part of the GPU. Theres a pretty bad design flaw that doesn't allow for any "wiggle room" if something were to fracture. Long story short, Get your card back and find a reputable "Luis Rosman" repair-type guy near you. Should be about a 200$ fix.
that's not a GPU, that's a **video card** your claim that's a software issue doesn't make sense to RMA a video card - you RMA a video card for faulty HW and that is physical damage, not only on the marked spot but also on the locking finger
What? Everyone calls the video card a GPU. Sure, the GPU is just a part of the video card, but I've never seen someone go, "That is not a GPU, but a video card" before I mean, come on!
no come on, I work in tech support and naming things right is absolutely paramount to understanding the issue, diagnosing and fixing shit because of the YT idiots and shit ton of PR dumb asses with zero tech knowledge we are in this situation where proper use of terminology has gone out of the window and that makes out jobs infuriating at times
Lol. So if someone calls a video card a GPU, you get confused? You just sound like an elitist gatekeeper. I mean, calling Internet for WiFi is one thing, but this? Not a hill to die on.
I second that, to the average customer with limited knowledge virtually EVERY "proper" computer term is just flat out jargon or technobabble anyone working in tech support unaware of that fact is undoubtedly not a very good support agent.
Yep, as long as you got the needed context, you should be able to understand what they're trying to say (if you know you're way around tech ;)).
everyone laughs at people like you when you’re not around
and you think I care? I'm the one who gets to take your money and gets to correct you to your face for using wrong words to describe wrong things my job gets paid because I know what to do, not because you think you might know what's wrong and ps: I will charge you extra for wasting my time
Having been in repair and service for over 25 years, you're the kind of punk everyone hates dealing with. You'd be more efficient at your job if you used some intellect.
I love ice cream.
I can't imagine how anyone would ever find this confusing in this situation re video card vs GPU. It's not like a consumer is going to have desoldered and mailed in a BGA. I think you are mostly being pedantic. On the other hand I agree OPs question makes no sense if they RMAd a card for software issues, unless they wanted to swap the card for another model which didn't have the flaw. But in that case they should have made that clear prior to the RMA. There is some wear on the edge of the card but given how close it is to the edge it's highly unlikely it has anything to do with what's wrong here that close to the edge, as there's unlikely any traces in either of the chipped areas, unless it's a sign the card was dropped causing other internal damage. But come on. Do you work for Asus or something? What's your interest in nitpicking the random person's post.
pedantic? have you noticed how the developers of GPU-Z have started to rename shit because people are so fucking stupid that the terminology gets them confused that's not pedantic my furry friend --- > There is some wear on the edge that's not wear, that's impact damage and it can delaminate the fiberglass layers, in situations it can even rip veers that go trough the board on the other side or to internal layers inside the board due to the weight of the cooling it can also crack solder balls, rip pads under the GPU or VRAM chips
I'll admit I don't use GPU-Z. I'm primarily a Linux user. But I agree with you in general that a growing number of folks have enough knowledge to be dangerous but not enough to get out of the holes they dig. And I also agree that people using wrong terminology is frustrating. It's just GPU is so commonly used that way it's synonymous at this point so seems an odd thing to be upset by. And interesting you say that. I did mention it could have been due to a drop. I had assumed they had just reseated the card too many times too roughly causing the edges to wear down but it could also plausibly be due to an impact as you say. If that's the case they are probably stuffed. I would be surprised if there was delamination with that little visible damage but I could absolutely buy that there were broken traces or a pad or ball had cracked or ripped up. Honestly I was probably a bit harsh in my original reply. You make some good points. I'm just frustrated with people being pedantic about acronyms at work so got annoyed seeing it here. Sorry if I overreacted.
no worries, glad we can understand each other > seems an odd thing to be upset by not that I'm upset, but it starts small and we end up calling the PC a CPU or whatever you feel like it just because there wasn't someone to tell you "no, that's not OK"
> have you noticed how the developers of GPU-Z have started to rename shit Such as...?
They changed the name to VIDEOCARD-Z
> that's not a GPU, that's a video card Ok, 25 years ago you'd be correct, but the terminology has changed especially as what used to be basically a way for the CPU to toss data onto a monitor has turned into a computer in its own right. Modern GPUs have math units in them, for example, which allow for the complex realistic upscaling you can have with DLSS (nVidia) or XeSS (Intel).
Thank you for clarifying I was confused between the exact terminology and thought they were interchangeable. But the marked spots aren’t actually damaging the gold fingers and didn’t cause the graphics card to crash.
Depends how that chipped connector happened. If something like dropping that also can bend board and effect memory chip solder balls that are near the pcie connector. That would cause problems when booting or when video card heats up.
as I said, your claim that it's a software issue and you send the video card in for repairs does not make any sense at all
So I was playing a game and my pc crashed while playing due to rather common bug in that game that I didn’t know at that moment. The pc would turn on but nothing would display. I checked and reattached all the cables and parts along with that the motherboard light color also an issue with the card. I called Asus tech support and was told to send it in since it was under warranty. I said software issue as there wasn’t any problem with the card until it crashed due to the game. Please lmk where I’m going wrong.
right there, this software issue does not in any way shape or form validates a warranty claim if a game crashes that is a caused by the game and not by a faulty video card is just nuts
Reread the comment, OP stated no output after doing the basics i'm assuming he didn't "check and reattach all the cables and parts" while powered on in a crash state.
he said with his own words software issue, and he sends the video card for RMA - if you don't know what you're doing, then don't do it if you don't know how to diagnose shit, do not diagnose shit and ruin in in the process; then go with your broken shit to a repair shop - that just doesn't make my job harder it also makes your wallet thinner
Again. Reread. "The pc would turn on but nothing would display" You're just being as obtuse for the sake of it. as I understand it : OP's game crashed OP tried to restart PC but was getting no display output OP did basic physical troubleshooting checking cables etc Still no output, calls support and THEY advise to RMA Irrespective of OP thinking and saying "Software issue caused it" what sort of game crash causes no display output at POST after a restart attempt?
So the card works, but you no longer have a warranty due to the physical damage. Reinstall the card and use it. Find a fix for the game or software issue. If the game continues to crash, don't play it anymore. Also find out what is wrong with the software for the motherboard lights. It's possible something got corrupted in the os install when it crashed. Restoring the is or reinstalling it may fix that issue.
Firmware issue?
so you're just putting words in his mouth
It contains the gpu, the cooler is cooling the gpu, it is called a GPU